City of Kalamazoo | 311 Solution
Project Overview
Client: City of Kalamazoo
Industry: Government – Municipal Services
Go live: January 8, 2024
The City of Kalamazoo sought a robust system to manage citizen complaints and service requests, aiming to enhance the quality of constituent services. Cloud SynApps developed a scalable Case Management Application to streamline case tracking and improve service delivery.
Goals
Enhance Complaint Management:
Efficiently track and manage complaints and requests from citizens.
Monitor SLAs:
Ensure timely responses to complaints by implementing SLA tracking and monitoring.
Support Knowledge Management:
Provide 311 staff with easy access to relevant information to resolve cases effectively.
Approach
Thorough Requirements Analysis:
Conducted an in-depth analysis to understand the City’s needs and design a tailored case management solution.
Scalable System Design:
Delivered a flexible application capable of addressing current needs while being adaptable to future requirements.
Integration of Key Features:
Implemented a user-friendly interface for case tracking, SLA monitoring, and knowledge management for staff.
Results
Improved Citizen Experience:
The application streamlined case management, improving response times and service quality for citizens.
Increased Efficiency:
SLA tracking ensured that complaints were handled within agreed timeframes, improving accountability.
Better Support for Staff:
The knowledge management system enabled 311 staff to address cases with the right information at hand, enhancing their efficiency.